Philip Morris Asia Limited

Philip Morris Asia Limited

IS Team Lead Customer Service

Job level Middle
Work exp 6 Years To 8 Years
Education Bachelor Degree
Professional Qualification ITIL v3 Foundation and PMP certification
Skill Project Management, People Management, Trouble Shooting, End Users Technical Support
Quarry Bay
Employment type Permanent
Benefits 5-day week, Competitive pay, Dental plan, Flexible working hours, Home office, Maternity leave, Medical plan, MPF, Paternity leave
Industry Trading / Import & Export / Wholesale
Job function Information Technology > Help Desk / IT Support
Information Technology > IT Management
Information Technology > IT Project Management
Published On 04/12/2018

Do you have what it takes to be a global talent? Do you feel you have the potential to grow your capabilities beyond what you thought possible? Do you want to be rewarded not only for WHAT you do, but also for HOW you do it? Then we should have a conversation.

Philip Morris international (PMI) affiliate in Hong Kong is looking for an IS Team Lead Customer Service who is responsible to plan, design and implement suitable technology servicessolutions. Heshe will explore opportunities to meet business objectives for improvement on technology services, operating efficiencies, and quality and develop a reliable technology services. Heshe is also responsible to lead and motivate the team to maintain customer focus and drive the project based work leading to the development and deployment of new technology services.

Key accountabilities:

  • Manage IS Customer Services Team to ensure an optimal availability of support resource at minimal cost and desired quality. 
  • Monitor end user computing service to ensure customer experience & workplace productivity.
  • Manage end user computing service (EUC) cost as per forecasted plan.
  • Lead and drive cross functional projects within and outside of IS Customer Services.
  • Understand and promote the IS Services & Tools.
  • Actively collaborate and build effective working relationship with business users, suppliers and service partners on all aspects of service delivery to ensure the "end to end" service chain is aligned to meet the current and future needs of the customers.
  • Plan and lead the implementation of new EUC service andor extension of existing service according to PMI standards and procedures in order to meet the current and future needs of customers. Identify, develop, and regularly review activity plan & execution for IS Representatives team.
  • Plan and manage the delivery of EUC consulting and other services by external and internal suppliers in order to ensure delivered service levels meet the business needs.
Requirements for the role:
  • University graduate with minimum 6 years of experience in IT Service Management, focusing on incidentproblem management and process improvement in cross-functional environment and sizable organization. Candidate with ITIL v3 Foundation and PMP certification is preferred.
  • Prior client management experience in a multi-national company is preferred.
  • Good communication, interpersonal and presentation skills.
  • High learning attitude with strong result and quality driven mindset.
  • Excellent command of English and Cantonese, both spoken and written. 
PMI is the world’s leading international tobacco company, with six of the world's top 15 international brands and products sold in more than 180 markets. In addition to the manufacture and sale of cigarettes, including the number one global cigarette brand, and other tobacco products, PMI is engaged in the development and commercialization of Reduced-Risk Products (“RRPs”). RRPs is the term PMI uses to refer to products with the potential to reduce individual risk and population harm in comparison to smoking cigarettes. PMI’s RRPs are in various stages of development and commercialization, and we are conducting extensive and rigorous scientific studies to determine whether we can support claims for such products of reduced exposure to harmful and potentially harmful constituents in smoke, and ultimately claims of reduced disease risk, when compared to smoking cigarettes. Before making any such claims, we will rigorously evaluate the full set of data from the relevant scientific studies to determine whether they substantiate reduced exposure or risk. Any such claims may also be subject to government review and approval, as is the case in the U.S. today. Want to join our team? 

Want to join our team? Please submit your online application ( by providing your detailed resume, current and expected salary. thanks.